Channel Integration Manager

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us

 

Job Description:
This job is responsible for partnering with Financial Center leadership to provide holistic oversight, coaching and support for teammates responsible for inbound sales calls. Key responsibilities include onboarding, upskilling, and performance development ensuring exceptional client care, operational excellence, and responsible growth. Job expectations include driving cross-channel communication, monitoring controls to reduce risk and process improvement within the financial center channel to achieve expected client experience, call volume and call handling expectations.

This role is responsible for driving and nurturing an environment of operational excellence, continuous process improvement and client experience. Supervises execution of operational processes and monitors controls to reduce risk. Make recommendations on process improvements in partnership with process owners and enterprise resources. Responsible for risk and controls inspection, supervision and oversight. Leads, coaches and manages workflow and performance. Coordinates work activities to achieve the volume expected to meet operational requirements. Monitors calls focusing on performance development, call handling statistics and service level adherence. Recognizes and recommends areas needing improvement including escalated and unresolved calls. Supports associate development and performance.

Responsibilities:

• Executes Line of Business (LOB) priorities and strategies by delivering on key initiatives, implementing process improvements and procedural changes to meet the needs of the business, and promoting a positive client experience

• Coaches and manages employees to deliver on key business priorities by performing inspections, action planning, and documentation

• Oversees employee readiness by tracking compliance training completion and supporting ongoing development in a fast-paced environment

• Drives key employee engagement and inclusion activities including hiring and retention, fosters an inclusive team environment, and supports talent mobility for career growth

• Manages competing business and administrative priorities to optimize productivity, reduce performance variability, and achieve peak performance metrics in a high volume, high capacity, and high execution environment

• Handles escalated and complex client inquiries and requests by conducting research to resolve concerns in a timely manner and in compliance with industry regulations and bank procedures

• Partners daily with financial center teammates responsible for inbound calling to deliver the full suite of advice/coaching to assist with navigation as they are working to deliver excellent client care

• Direct management and development responsibilities including call listening, managing task schedule, action planning, and monitoring trends/issues/concerns

• Educate and continue upskilling of required technology

• Analyze and address data from various sources to drive operational excellence and risk mitigation

Required Qualifications:

• Experience managing high volume client interaction

• Active listening, Coaching, Relationship Deepening Driven Management

• Ability to lead a large team of up to 20 indirect reports

• Proactively builds trusted relationships with key partners/clients

• Ability to be a change agent and work in a fast-paced environment

• Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results

• Exercises good judgment and experience to make timely and effective decisions

• Communicates effectively at all levels

• Communicates strategic business plans and tactical goals to team members

• Collaborates effectively to build and nurture strong relationships in a matrix environment.

• Has the ability to learn and adapt to new information, technology platforms, handle ambiguity and adapt to changing circumstances.

• Demonstrates effective time management skills and the ability to organize, prioritize and perform multiple tasks simultaneously.

• Experience with risk mitigation, operational excellence and process management

Desired Qualifications:

• 2+ years of people management experience

• Experience working in an environment with individual and/or team goals where goals were routinely met or exceeded

• Experience leading or supporting Advanced Client Solutions

Skills:

• Attention to Detail

• Drives Engagement

• Influence

• Oral Communications

• Result Orientation

• Collaboration

• Customer and Client Focus

• Emotional Intelligence

• Problem Solving

• Talent Development

• Adaptability

• Critical Thinking

• Executive Presence

• Inclusive Leadership

• Prioritization

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - CA - Carlsbad El Camino Real - La Costa (CA0222), US - CA - El Segundo ROSECRANS AVE (CA8800), US - CA - Newport Beach - 500 Newport Center Dr - Newport Center (CA9165), US - CA - Pasadena - 880 E Colorado Blvd - Lake-colorado (CA9110), US - CA - Pomona - 444 S Garey Ave - POMONA MAIN OFFICE (CA7110), US - CA - San Jose - 560 S WINCHESTER BLVD (CA3512), US - CA - Vallejo - 21 Springstowne Ctr - Springstowne (CA3136), US - CA - Walnut Creek N CALIFORNIA BLVD (CA4813), US - CO - Greenwood Village S FIDDLERS GREEN CIR - PLAZA TOWER ONE (CO9400), US - IL - Chicago - 110 N Wacker Dr - Bank Of America Tower Chicago (IL4110), US - MA - Boston - 100 Federal St - 100 Federal St Lp (MA5100), US - MA - Waltham Main St Main St - Waltham (MA6536), US - MD - Bethesda Wisconsin Ave (MD9983), US - MN - Minnetonka PLYMOUTH RD - BANK OF AMERICA (MN1103), US - NY - Forest Hills Yellowstone Blvd - Queens (NY5552), US - NY - Garden City FRANKLIN AVE - MERRILL LYNCH (NY3325), US - NY - New York Avenue Of The Americas - Grace (NY1544), US - WA - Seattle - 401 Union St - Rainier Square (WA1510)Pay and benefits informationPay range$77, $110,200.00 annualized salary, offers to be determined based on experience, education and skill set.Discretionary incentive eligibleThis role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.BenefitsThis role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

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